How can you ensure customer inquiries are handled professionally via email?

Grab their attention by including the point or specifics in the title of the email. Otherwise, you just get passed over. In this age of go, go, go, communication must be concise and to the point.

Acknowledging the customers' sentiment and feelings is crucial to set up an effective problem-solving environment and communication. Do not make promises or set up expectations that cannot be granted. Keep fully engaged during the entire time of the conversation, especially when dealing with angry customers. Apologising without taking action is not showing enpathy; Addressing their concerns and show interest in their query with a positive and proactive approach is. Communication needs to be resolution oriented and we must avoid conversations that don't get to any point, especially if they turn into a fight. It is important to understand the customer's perspective at any stage of the conversation and fill the knowledge gaps that can arise.

Making sure that the right people are on the email and the issue is not just being passed from one person to the next without resolution. Providing either a resolution or a plan for resolution within a week of the issue being brought to your attention if it’s a product issue. If it’s time sensitive doing what you to provide the resolution as quickly as possible so as not to impact the clients business. Their business is our business in these instances.

On a personal level between the associate and customer; we need to remain empathetic and friendly in tone, avoid behaving reactively and focus on facts. We should avoid using lingo, slang, jargon, abbreviations, or emojis to convey out points. We should address the customer in a neutral manner without assumptions of things such as their gender, marital status, ethnicity, or background. We should avoid pointing fingers, even when the customer is in the wrong, and avoid being argumentative. Simply apologize for all that you can or cannot fix, and offer positive solutions, as well as approach the tasks and greet the customer with a willingness statement to ensure them that you are both capable and eager to help. Ex: "I am happy to assist."

Try and understand where the customer is coming from. Most of the time you as an employee will know if the customer is not understanding the procedure querying about. Before you respond to that email make sure the customer understands what's happening and what's going to happen. Don't assume they know. You always start by apologising for the misunderstanding and inconvenience. Be kind, don't make empty promises just to make them feel better. In your responses never make the customer feel invaluable, no matter what. Be professional but watch the words you use, we don't want an upset customer. Respect!! Understand!! Value!!!! Effective communication!! Until the matter is resolved.

Customers at times may call in and have unresolved problems separate to their initial inquiry. It is important to try and address all possible inquiries the customer may have after addressing their main concern. This is how we fully assist the customer. Anything left unresolved leads to further inconvenience for the customer if they feel the need to call a second time to address the information you did not mention. For example: A customer calls to pay a portion of a past due bill. You - as the professional, are aware of programs or plans that will allow them to pay off the full amount in increments instead of only making the bare minimum without further fault. We would offer these first to ensure a comfortable payment.

The most important step is Listening to fully understand the customer's query. In case the query is unclear, asking probing questions can help to better identify the issue and set up the basis for our targeted researches to speed up the resolution process. We need to be clear and also acknowledge the customers' knowledge and communication level to make sure they fully understand at every stage of the process. When possible, it is highly recommended to provide them with a clear time frame. In case this is not feasible, it is crucial to share this info with them to make sure they don't feel unattended. Providing complete and detailed answers that specifically address the query is crucial, as well as anticipating issues and needs if possible.

The tone is the key to making someone feel comfortable and valued. Being positive and looking into situations matter and even if there is nothing that can be done, people can be assured they were listened to and options were explored.

Aside from general grammar, language, and tone. It can be helpful to create a structured guideline when addressing both the main concern for the customer's inquiry, as well as any additional concern you may notice when they call-in. This method ensures that you are providing consistent service to each customers and are not missing critical pieces of information. We want to ensure that our response is tidy, but also condensed into the most necessary and clear information. If there is a way to shorten the excess of wording, we should take advantage of it so the customer may review the information in a more timely and less confusing manner.

One can always consider the option of sharing an escalation matrix, in case the customer isn’t satisfied with the response. This will instil trust in the customer and show that the company’s intent is genuine and not just to close an email query.